Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Bengkel Mobil Honda Dealer - Pluit

Daduk Merdika Mansur, Aditya Halim Perdana Kusuma Putra

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Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan pelanggan pada Honda Dealer - Pluit. Sumber data yang digunakan dalam penelitian ini terdiri dari data primer dan data sekunder. Data primer di peroleh langsung dari sumbernya diamati dan dicatat untuk pertama kalinya sedangkan data sekunder diperoleh dari data yang tidak langsung memberikan data yang sifatnya mendukung keperluan primer seperti buku-buku dan bacaan. Adapun metode yang digunakan dalam penelitian ini adalah metode deskriptif dengan menggunakan pendekatan kualitatif dan kuantitatif. Menganalisis data dengan regresi berganda. Hasil penelitian yang terdiri atas tangibles, reliability, responsiveness, assurance dan emphaty secara simultan menujukan bahwa Pengaruh kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan pelanggan pada Honda Dealer - Pluit. Secara parsial atau uji t menunjukkan bahwa assurance lebih dominan berpengaruh terhadap kepuasan pelanggan dibandingkan variabel lainnya.

 

Kata Kunci: Kualitas Pelayanan, Kepuasan Pelanggan.

Teks Lengkap:

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Referensi


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DOI: https://doi.org/10.37531/yum.v6i2.5778

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